Mystery Shopper CP

Mystery Shopper Audit

Thank you for partaking in this mystery shopper audit.

The primary purpose of this audit is to create an unbiased platform to monitor customer service levels and ensure that brand standards and polices are being adhered to across all departments within this hotel.

This application allows you to take notes after each question and/or take photos where required. We encourage you to be as detailed as possible.

Arrival Experience

a) Were you greeted upon arrival to the building (ie. met on drive out the front of the hotel)?

b) Was assistance with luggage offered?

c) Were you greeted as an IHG Rewards member (if applicable)?

d) Upon check in, were the hotel facilities explained?

e) Was your check in warm and welcoming?

How would you rate your arrival experience on a scale of 10, with 10 being fantastic?

Notes on Arrival Experience

Room Experience

a) Did your room feel clean on initial entry?

b) How would you rate the condition of the furniture and fixtures in your room?

c) Was your room free from dust?

d) Was your bathroom free from hair and debris?

e) Was the bed linen of high quality and free from hair and/or debris?

f) Were the window dressings clean and in good condition?

g) Were the floors in your room clean, free of debris and in good condition?

h) f) If applicable, was the internet connection process user friendly?

i) Was everything in your room in working order?

How would you rate your room experience on a scale of 10, with 10 being fantastic?

Notes on Room Experience

Seasalt Restaurant

a) Did you receive a warm, friendly and genuine greeting (either by phone or face to face)?

b) Did the staff provide prompt and genuine service throughout your dining experience?

c) Did you receive your food and /or beverages within an acceptable time frame from when your order was taken?

d) Did the staff provide you with suggestions to enhance your dining experience? E.g. Wine Suggestions, Offer Dessert

How would you rate your Seasalt Restaurant experience on a scale of 10, with 10 being fantastic?

Notes of Seasalt Restaurant Experience

Seasalt Bar

a) Were you approached by a staff member to place an order whilst sitting in the lobby lounge?

b) Were you satisfied with the range of beverage options on the bar menu? If not, what would you like to see on the menu?

c) Were you satisfied with the range of food options on the bar menu? If not, what would you like to see on the menu?

d) How would rate the overall level of service you received?

e) Did you feel welcomed when you entered the bar?

f) Was the bar area clean and tidy?

How would you rate your Seasalt Bar experience on a scale of 10, with 10 being fantastic?

Notes on Seasalt Bar:

In Room Dining

a) Did the staff member answer the phone using the words 'Body & Soul In-Room Dining'?

b) Did you receive your order within 30 mins? (unless otherwise specified for particular menu items)

c) Was you order complete with everything you selected?

d) Was the temperature of your food acceptable?

In Room Dining Late Night Menu (after 11pm)

e) Did you use the Late Night Menu (after 11pm)?

f) How would you rate the temperature of your food?

g) Was your ordered recieved within the advised timeframe? If not, how long did your order take?

h) Are there any other dishes that you would like to see on the late night menu?

How would you rate your In Room Dining experience on a scale of 10, with 10 being fantastic?

Notes on In Room Dining:

Overall Experience

a) Was the cleanliness of the hotel up to standard?

b) Was the condition of the hotel up to standard?

c) Was your stay problem free? Is no, what problem did you encounter?

d) Did you notify a staff member about your problem?

e) What steps were taken by staff once your problem was addressed?

f) How would you rate the resolution of this problem on a scale of 10, with 10 being fantastic?

g) Did you identify any areas that are in need of improvement? If so, what are these areas?

h) Were there any staff members that went above and beyond to ensure that your stay was great?

i) How would your overall experience on a scale of 10, with 10 being fantastic?

Mystery Shopper CP Checklist

Mystery Shopper Program

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Mystery Shopper Audit

Thank you for partaking in this mystery shopper audit.

The primary purpose of this audit is to create an unbiased platform to monitor customer service levels and ensure that brand standards and polices are being adhered to across all departments within this hotel.

This application allows you to take notes after each question and/or take photos where required. We encourage you to be as detailed as possible.

Arrival Experience

a) Were you greeted upon arrival to the building (ie. met on drive out the front of the hotel)?

b) Was assistance with luggage offered?

c) Were you greeted as an IHG Rewards member (if applicable)?

d) Upon check in, were the hotel facilities explained?

e) Was your check in warm and welcoming?

How would you rate your arrival experience on a scale of 10, with 10 being fantastic?

Notes on Arrival Experience

Room Experience

a) Did your room feel clean on initial entry?

b) How would you rate the condition of the furniture and fixtures in your room?

c) Was your room free from dust?

d) Was your bathroom free from hair and debris?

e) Was the bed linen of high quality and free from hair and/or debris?

f) Were the window dressings clean and in good condition?

g) Were the floors in your room clean, free of debris and in good condition?

h) f) If applicable, was the internet connection process user friendly?

i) Was everything in your room in working order?

How would you rate your room experience on a scale of 10, with 10 being fantastic?

Notes on Room Experience

Seasalt Restaurant

a) Did you receive a warm, friendly and genuine greeting (either by phone or face to face)?

b) Did the staff provide prompt and genuine service throughout your dining experience?

c) Did you receive your food and /or beverages within an acceptable time frame from when your order was taken?

d) Did the staff provide you with suggestions to enhance your dining experience? E.g. Wine Suggestions, Offer Dessert

How would you rate your Seasalt Restaurant experience on a scale of 10, with 10 being fantastic?

Notes of Seasalt Restaurant Experience

Seasalt Bar

a) Were you approached by a staff member to place an order whilst sitting in the lobby lounge?

b) Were you satisfied with the range of beverage options on the bar menu? If not, what would you like to see on the menu?

c) Were you satisfied with the range of food options on the bar menu? If not, what would you like to see on the menu?

d) How would rate the overall level of service you received?

e) Did you feel welcomed when you entered the bar?

f) Was the bar area clean and tidy?

How would you rate your Seasalt Bar experience on a scale of 10, with 10 being fantastic?

Notes on Seasalt Bar:

In Room Dining

a) Did the staff member answer the phone using the words 'Body & Soul In-Room Dining'?

b) Did you receive your order within 30 mins? (unless otherwise specified for particular menu items)

c) Was you order complete with everything you selected?

d) Was the temperature of your food acceptable?

In Room Dining Late Night Menu (after 11pm)

e) Did you use the Late Night Menu (after 11pm)?

f) How would you rate the temperature of your food?

g) Was your ordered recieved within the advised timeframe? If not, how long did your order take?

h) Are there any other dishes that you would like to see on the late night menu?

How would you rate your In Room Dining experience on a scale of 10, with 10 being fantastic?

Notes on In Room Dining:

Overall Experience

a) Was the cleanliness of the hotel up to standard?

b) Was the condition of the hotel up to standard?

c) Was your stay problem free? Is no, what problem did you encounter?

d) Did you notify a staff member about your problem?

e) What steps were taken by staff once your problem was addressed?

f) How would you rate the resolution of this problem on a scale of 10, with 10 being fantastic?

g) Did you identify any areas that are in need of improvement? If so, what are these areas?

h) Were there any staff members that went above and beyond to ensure that your stay was great?

i) How would your overall experience on a scale of 10, with 10 being fantastic?